NTA - Notice history

This incident regarding the Cloud phonebook and BLF parking has now been resolved. We apologise for any inconvenience caused

Over the weekend we implemented a solution and are currently monitoring the outcome. If you are still experiencing an issue please advise us.

We are still working towards a full resolution to the BLF issue and will update you accordingly

We are still working on a resolution to the BLF issue and will update you again in due course

The issue regarding calls & registrations is now resolved and this ticket closed

Although the calling issues have been resolved we are still seeing issues with the BLFs for some models of phones. We are investigating the cause of this

Although the services appear to have returned to normal we are still monitoring the situation

We are still monitoring the calls and registrations and will update this page when we have further information

We are aware that there are still issues with calls and registrations on our service. We are working hard to resolve these and hope to have an outcome soon. Sorry for any inconvenience

We have discovered some unusual traffic that overloaded the server which we are investigating. This is causing the call issues you may be experiencing

This incident has been resolved. However, should you still experience any issues with these phones please advise the support team. We apologise for any inconvenience caused

While doing the emergency maintenance last night we implemented a fix for the Gigaset manufactured handsets. If your handset is still not registered please powercycle the handset. We are currently monitoring the result.

The investigation into Gigaset registrations is still ongoing and we will advise as soon as we have any further information

Incident Resolution and Future Plans

On the morning of 25/03, we encountered issues with our SIP server as multiple extensions were unable to register due to a memory leak. After migrating to our secondary server and rebooting the main server, a deadlock situation arose, preventing either server from providing services. To address this, we performed a quick reboot of both servers, with our Disaster Recovery solution effectively redirecting inbound calls during the process.

Upon bringing the SIP servers back online, we encountered a recurrence of the issues due to an overwhelming number of BLF requests bombarding the server, causing system instability. This highlighted the need for a more robust solution to handle such scenarios in the future.

We are currently in the process of updating the SIP server and transitioning to a more advanced version of our redundancy software, with a particular focus on efficiently handling BLF requests. As a result, the new BLF approach and the updated SIP servers will take precedence as critical projects, undergoing extensive testing and meticulous attention.

We plan to implement these updates on a Saturday night after 10PM to minimize potential minor instability during the transition, and we will provide advance notification before proceeding. We sincerely apologize for the inconvenience caused and assure you that we are leveraging this experience to enhance the redundancy and reliability of our systems, delivering a solution that meets your expectations.

We now believe the issue to be resolved but will keep monitoring. An RFO will be issued in due course

We implemented a fix and are currently monitoring the result. There are a few calls that are stuck and are being cleared as soon as possible

The system is now back and working, however, the BLF function will remain off until this evening so that it can be brought back online when the traffic is lower and the network has fully stabilised

Unfortunately the resolution found has not cleared the issue. We are working to resolve the issue and apologise again for any inconvenience

We are continuing to work on a fix for this incident. The network is slowly returning to normal and hopefully will be fully functioning shortly

The BLF monitoring will shortly be disabled, the connections will then be momentarily dropped and then the servers restarted to resolve the issue